Michael Baker International is seeking a skilled IT Support Specialist to join their team and provide comprehensive technical support to end users across various platforms, including on-site, remote, and VPN environments. This is your chance to be the go-to expert for end-user support—whether it’s troubleshooting hardware and software, managing tickets, or ensuring smooth onboarding experiences. You’ll be the first line of defense, keeping our systems running and our people productive.

Essential Duties 

Create, update, and close tickets. First response to all support requests through all channels: phone, web tickets, email requests, walk ups. Determines impact and urgency of an incident and support request to determine priority. Perform initial triage and troubleshooting of all tickets across all knowledge domains. Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration. Escalates unresolved requests and incidents to IT Support Specialists II and/or III. Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve. Record all outages within the ticketing system and send communications as appropriate. Provide instructional training to end users. Manage, and deploy hardware and software solutions for MBI employees. Maintain a record of knowledge/solutions within a structured knowledgebase. Validate employee compliance to IT policy and procedures during all tasks, taking action, reporting, or escalating as necessary. Collaborate with HR and Management Team during employee on boarding/offboarding procedures. Routine on-call after hour support. General audio/video and web conferencing support. Works with hardware vendors to get desktop and laptops equipment replaced or repaired. Minimal server, network, and VOIP hardware support. Maintain all MDF/IDF areas.    Responsible for hardware purchasing and order reconciliation.  Maintain an accurate inventory of all computer hardware assets within your region by utilizing SNOW, SCCM, and MAC forms. Manage the hardware life-cycle process by reclaiming, repurposing, and decommissioning necessary hardware assets.

Required Qualifications

Strong customer service, time management, and organizational skills required Collaborate with multiple technology teams such as the IT Security Team, Server Team, and VOIP Team Travel may be necessary (under 10%)

Required Experience 

0-4+ years related experience Two-year degree in Computer Science, Information Systems or related field; applicable experience accepted in lieu of degree US Citizenship Required

Highly Preferred Experience

Experience with Mac Operating Systems iOS Experience Powershell Scripting ITIL Foundational Certification

Compensation

The approximate compensation range for this position is $25 to $33 hourly. This compensation range is a good faith estimate for the position at the time of posting.  Actual compensation is dependent upon factors such as education, qualifications, experience, skillset, and physical work location.